Agencies

.nz Dispute Resolution Service

A service provided by the Domain Name Commission for use by parties in situations where there is a dispute over who should be the registrant for a domain name.

Complaints are made online, and then mailed to our offices, accompanied by annexes which back up the statements made in the online complaint. The initial stages of the process including mediation are free for both parties to use. A fee is charged only if referral to an Expert is required for a determination.

Broadcasting Standards Authority (BSA)

Complaints about content in television and radio programmes.

Complaint must be made to the broadcaster in the first instance (except if a breach of privacy or an election programme) and if not satisfied with the response the complaint may be referred to the BSA. Complaint must be made with reference to one of the standards in the broadcasting codes of practice. Free service. Website contains codes and online complaint form.

Consumer Affairs

The Ministry of Consumer Affairs investigates complaints from the public about short weight or measure and unsafe consumer goods.

The Ministry also provides general information and education on consumer law and related issues. However, it is not resourced to provide direct advice to all consumers. In the first instance, consumers should contact their nearest Citizen's Advice Bureaux, Community Law Centre, or for credit issues their Budgeting Advice Service.

Department of Internal Affairs - Charities

The Department of Internal Affairs will investigate any person or organisation who is engaged in conduct in breach of the Charities Act or where there is serious wrongdoing in connection with a registered charity.

Internal Affairs is able to initiate its own inquiries, or act in response to information or complaints provided to us.

Complaints must be submitted in writing to Internal Affairs and should include as much information as possible to enable Internal Affairs to effectively assess the complaint and decide the appropriate course of action. You can use our online complaints form on our website.

Financial Dispute Resolution (FDR)

A free and independent service for consumers to make complaints about financial service organisations and advisers.

A free and independent service for consumers to make complaints about financial service organisations-finance and insurance companies; banks; credit unions; superannuation trustees; forex operators; pension plans; fund managers; public issuers; contributory mortgage brokers and nominees companies etc; and financial advisors.

The financial organisation organisation or adviser being complained about must be a member of the FDR service. Consumers can see the full list of scheme members on the FDR website: http://fdr.org.nz/members

Complaints must be made first to the financial service provider or adviser, who must be given a chance to respond.

Independent Police Conduct Authority (IPCA)

The Independent Police Conduct Authority is an independent body that keeps watch over the Police.

The Authority is not part of the Police. It has its own investigators and is headed by a High Court Judge.

It accepts complaints alleging Police misconduct or neglect of duty, or about Police practices, policies and procedures. Examples of ‘misconduct’ include excessive or unreasonable use of force, dishonesty, threats or harassment, unlawful arrest, and a range of other actions. ‘Neglect of duty’ includes failure to investigate, prosecute, notify or respond to a crime.

The Authority also investigates incidents of death and serious injury involving Police. The Police are required by law to notify the Authority about these incidents and the Authority considers them even if it does not receive a complaint.

Insurance & Savings Ombudsman (ISO)

The Insurance & Savings Ombudsman ("ISO") is an independent service for resolving insurance and savings disputes, which is free to consumers.

The ISO can consider complaints about personal health insurance, life insurance and savings services and complaints about personal and small business fire and general insurance and financial services. Complaints can be considered where the amount claimed is up to $200,000 (or for a disability benefit up to $1,000 per week), unless a claim has been accepted but a dispute arises over an amount which does not exceed the limits unless the insurer agrees to a higher amount.

Ombudsmen

Complaints against most central, local and regional government agencies including school boards and concerning the release of official information.

The Ombudsmen may investigate administrative acts or decisions by public sector agencies which affect someone in their personal capacity. These include:

most central government agencies, such as those responsible for accident compensation, benefit payments, education, housing, health, immigration, passports, taxation and child support;

local government agencies, including those responsible for roads, drainage, animal control, schooling, planning and enforcement of building or resource consents.

Complainants are encouraged to attempt to resolve the complaint with the agency concerned first.

The Ombudsmen will also investigate responses, decisions, delays and extensions involving requests for access to official information to these public sector agencies and Ministers. Such requests could concern requests for access to information on government policy or a copy of a specific document. There is no requirement to approach the agency first with your complaint.

Ombudsmen can also assist employees who wish to report serious wrong doing in their workplace (‘whistle blowing’).

Ombudsmen do not act as an advocate for a complainant or the agency complained against and cannot investigate complaints about private individuals, private companies, lawyers, MPs or the Police (NB However Police are covered by the Official Information Act).

Real Estate Agents Authority

The Real Estate Agents Authority is the government agency responsible for licensing the real estate industry and handling complaints against real estate licensees.

We process complaints through to Complaints Assessment Committees who run an independent, fair and open complaints and disciplinary process.

Anyone can make a complaint to us about the conduct of a licensee or former licensee.

Your complaint must be in writing. You need to identify the person you are complaining about, outline your complaint, any steps that you have already taken to try and resolve the complaint, and provide any relevant documents. You must also provide a contact details and address.

A complaint form and more information about the complaints process can be found on our website.

Telecommunication Dispute Resolution (TDR)

A free and independent service for consumers to make complaints about their telecommunication company.

The TDR service covers the majority of telecommunication companies in New Zealand. Complaints must be made to the telecommunication company concerned first, and the company given a chance to respond. Complaints can be made in writing, online or by telephone.